Handbags

[house_cat]

I recently purchased the Dooney Leather Hobo with Logo Lock, thinking it would be an investment bag, to use for a long, long time.

Well, only 6 weeks later, the logo lock fell to pieces onto the grocery store floor.

Please tell me what is the best way to proceed with this.  I'm assuming that QVC CS will not be responsible.

Any advice you can give to save me frustration wiill be very much appreciated.

Thank you.

[ChynnaBlue]

Did you get a warranty card and did you fill it out and mail it in or register your bag online? Every Dooney I've purchased, even QVC bags, has come with a registration card to be filled out. If you have that, contact Dooney with your warranty information and ask them for help.

[KingstonsMom]

I would call QVC CS, you might be surprised, even though you're 2 weeks past the 30 day return period.

Otherwise, this is Dooney's instructions from their site:

The Dooney & Bourke Repair/Replacement Program

REPAIRS:
After the initial year covered by our guarantee, we will gladly repair any Dooney & Bourke bag or accessory that has become damaged or worn. Repair costs vary, depending on the condition of the item, but will not exceed half of the current retail price for that particular style. Once we receive an item for repair, we will inspect the item, advise you of repair costs (via mail, allow 1-2 weeks) and request your approval before any repair work takes place. If your bag or accessory is beyond repair or if repair costs exceed half of the current retail price you will be eligible for a replacement.

REPLACEMENTS:
If an item is beyond repair, or if the repair costs exceed half of the current retail price, you have the option of having it replaced. You will be offered credit for half the current retail price of that item to apply toward a replacement item of equal or greater value. Cannot be applied to sale prices. Please note: The original item will not be returned to you. Once you have authorized a replacement, this item will be destroyed.

PROCESSING:
To repair or replace an item please return it to our factory with your name, address, and phone number (day and evening) via insured mail or UPS. Be sure to include a description of the repair / replacement needed. Allow 1-2 weeks for a written response and 4-6 weeks time for your requested repair and/or replacement.

Dooney & Bourke, Inc.
Att: Return Department
1 Regent Street
E. Norwalk, CT 06855

If you have any questions, we're here to help. Contact us at (800) 347-5000

NOTE: Dooney & Bourke reserves the right to reject or cancel any order at any time and provide a refund of any amounts paid

[house_cat]

I found the card with my receipt, but I never mailed it in.  I guess I'll contact them and see what they say.

[house_cat]

Thanks, IG. I guess it won't hurt to contact QVC first.  I'll post the results.

[KingstonsMom]

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@ChynnaBlue wrote:

Did you get a warranty card and did you fill it out and mail it in or register your bag online? Every Dooney I've purchased, even QVC bags, has come with a registration card to be filled out. If you have that, contact Dooney with your warranty information and ask them for help.

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You don't even have to have registered the bags. I've done repairs and trade-ins with Dooney for years and I never bother to 'register' them, since it really isn't required.

I've sent in Dooneys purchased on ebay with no registration and never had a problem.

[house_cat]

Thanks so much for suggesting that I call QVC CS first. They were so helpful.  I still have $211.20 to pay on this bag and was afraid I was stuck with a lemon.

CS said to send it back marked "product defective" and they would refund or replace it.  That is such a load off my mind.

I'm afraid to ask for a replacement and have this happen again, as I am not rough on my bags and didn't expect this to happen.

Has anyone else had this experience?  I'm going back to read the product reviews more carefully.

Thanks again :-)

[KingstonsMom]

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@house_cat wrote:

Thanks so much for suggesting that I call QVC CS first. They were so helpful.  I still have $211.20 to pay on this bag and was afraid I was stuck with a lemon.

CS said to send it back marked "product defective" and they would refund or replace it.  That is such a load off my mind.

I'm afraid to ask for a replacement and have this happen again, as I am not rough on my bags and didn't expect this to happen.

Has anyone else had this experience?  I'm going back to read the product reviews more carefully.

Thanks again :-)

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You're welcome! I felt sure that since this is a bag made exclusively for QVC, that they would refund you.

Unfortunately, I've read a lot of reviews saying the lock broke on this particular bag, although many haven't had any problem with the lock.

Luck of the draw, I guess!

Glad QVC stepped up for you!

[Lavenderjunkie]

I'm glad QVC stood behind the product. That is one of the reasons to shop at QVC.  

 Lots of people have and love the logo lock,  but there are some locks that seem to break.  I don't think it's a lot of them,  but it doesn't matter if it's only 1 and it's yours.

[stevieb]

So glad for you that QVC is going to make this right.  

I have no idea what the percentage is, but it does appear there is a significant number of folks, though pretty clearly the minority, who have had the lock break.  If you choose to reorder, I'd certainly use that bag extensively during the 30 day return period.